As Timothy says, Service Desk is meant for the internal case, unless you have no monetary contraints ;)

What you need is an external Mali Handler for JIRA OnDemand, that supports the concept of a remote email only user. JEMH is one of those (for Download), there is an OnDemand version of this being written right now, we're dogfooding it on our support line at the moment, availability is likely a beta trial in June/July, watch JEMH-2370 for updates.

I have been going round in circles trying to figure out ways to get JIRA OnDemand to be able to do this basic help desk function (and screaming Why is JEMH not availble ;) ) and was about to give up and move on to some other cloud solution due to the complete lack of interest in making a decent email handler and email formating by Atlassian for the OnDemand solution.

Now I will hold off and wait and see. I just hope your pricing will be workable for me.

Many thanks

James

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The whole SAAS pricing structure is tricky to guage, and even trickier to implement as there is not much flexibility within the atlassian ondemand pricing structure for addon specific price scaling related to usage other than 'users'. This actually introduces scenarios like what to do when a user exceeds plan limits, and realistically how to handle or bill for extra headroom, as with email integration, clearly, just turning it off really doesnt work too well, for example:

Would you rather:

pay more to get higher data limits, or

be ok with cessation/severe throttling of service during a calendar month due to exceeding those limits?

After all it really does need to cover costs, this stuff isn't cheap to develop or run ;)

Looking at things like JIRA Agile pricing for ondemand will give you an idea, though nothing is set in concrete, as with email handling there is much more processing and IO involved.

The documentation effort is about to get started, so pretty soon there will be something to see on the JEMHOD space.

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I honestly would not expect my situation to be data intensive but if I was in that situation I would of course prefer to have an extra charge kick in if I exceed some quota (e.g. just like mobile data billing where usually you have a monthly limit and over that there is some additional charge)

I would not want to be paying higher out of the box just to cover the what-if situation because I would not expect to be getting to that point)

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Pricing; for want of a better model to follow JEMHCloud will probably start with a Cloud pricing model the same as Agile.

Beta timing; yes, end of this meek is planned for start of beta, some last minute performance changes are going into minimise downtime later.

Seeing it; well, you can drop support@thepluginpeople.coma line you'll be handled via JEMHCloud hooked up to our JIRACloud instance. What you can see from that would be the customization of layout, css and images.

Features currently not yet there are Directives, we hope to have that done by end of beta (planning August for that, with live in September, just ready for Summit!)

Service Desk Recap

Just to touch on ServiceDesk though, there are plans afoot for support of email only users within ServiceDesk. Innevitable for sure. Meantime JEMHCloud will be targetting the value-add angle and of course, for those not wanting to use ServiceDesk for whatever reason.

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Pricing; for want of a better model to follow JEMHCloud will probably start with a Cloud pricing model the same as Agile.

Beta timing; yes, end of this meek is planned for start of beta, some last minute performance changes are going into minimise downtime later.

Seeing it; well, you can drop support@thepluginpeople.coma line you'll be handled via JEMHCloud hooked up to our JIRACloud instance. What you can see from that would be the customization of layout, css and images.

Features currently not yet there are Directives, we hope to have that done by end of beta (planning August for that, with live in September, just ready for Summit!)

Service Desk Recap

Just to touch on ServiceDesk though, there are plans afoot for support of email only users within ServiceDesk. Innevitable for sure. Meantime JEMHCloud will be targetting the value-add angle and of course, for those not wanting to use ServiceDesk for whatever reason.

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If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...